Manager, Client Leadership

Firework is seeking an experienced customer success professional to join their team and nurture and grow enterprise customers across the Middle East market. The role involves strategic customer success relationship management, data-driven decision making, and establishing close growth-oriented partnerships with clients.

Location: United Arab Emirates

Responsibilities

• Act as a strategic business partner to assigned book of business of enterprise accounts
• Grow customer lifetime value, including identifying upsell/cross sell opportunities, reducing churn, and partnering with teams to impact revenue
• Support the team to provide an exceptional service experience, including onboarding and integration, analysis on utilization ROI, and strategy recommendations
• Forecast, drive, and negotiate renewal and upsell terms to improve retention and expansion rates
• Act as the voice of the customer and partner cross-functionally with teams to collect product feedback to achieve measurable product adoption objectives
• Analyze usage data and customer behavior to deliver value-driven touchpoints, insights, personalized recommendations
• Lead and conduct regular business reviews and strategic check-ins to demonstrate ROI and deepen customer relationships
• Support all day-to-day business operations associated with customers including month end billing review of partners and continuous process and documentation improvements